Corporate HSSE & Customer Service
Shell Pakistan
Total des années d'expérience :27 years, 5 Mois
Monitor and promote regulatory compliance and mitigate risk during DG transportation process in a competitive way (add value/ pragmatic risk) preferably by implementation and use of the Dangerous Goods Guidance Document.
Managing the Shell Pakistan’s HSSE performance by working closely with businesses and functions HSSE teams.
Collaborate with Business HSSE Managers in investigating the root cause of incidents, Non-conformity, Life Saving Rules or any other violations, and to ensure that corrective actions are implemented.
Arranging HSSE technical committee meetings, HSSE Leadership Forum and communicating key HSSE communication to HSSE focal points.
Focal point for annual Safety Day preparation and other HSSE related corporate events.
Assist in conducting HSSE Internal audits of business/functions
Assist in developing and implementing field location emergency response procedures and evacuation plans.
Ensure regular emergency response exercises and drills are conducted to ensure the highest level of preparedness in any emergency at Shell House and other locations.
Conduct regular inspection of firefighting, safety and emergency response equipment, and training of the fire team.
Provide HSSE Induction to new employees, contractors and visitors of Head Office.
Prepare monthly HSSE reports, and related statistics and presentations.
Dec09 - to date Distribution Scheduling Support Shell Pakistan Limited
* Ensure daily road transport operations (delivering and administrating) meet all Group standards at lowest possible cost to service level
* Compile complete and error free KPI reports on monthly basis
* Scheduling due to product constraints / same day priority
* Processing & investigating Left on Board / redirection cases
* Processing & investigating undue Tank Lorry stuck cases
* Coordinating with depots / Transport Relations for smooth plan execution
* Resolution of Haulier's issues at Customer's site.
* Taking urgent orders and ensure its execution as per commitment
* Processing order amendments.
* Accommodate changes to the schedule for Fuels during its execution (for example late amended orders, emergency orders, cancelled deliveries, handling the left-on-board process) for a specific scope being looked after * Ensure that orders placed should be delivered as per standard / extended lead time (already set for each site)
* Making Credit notes product shortages related.
* Customer account adjustments (debit & credit) in GSAP
Nov 2009 - to date Shell Pakistan Limited
Nov06 - Dec09 Customer Service Professional - Shell Edge Shell Pakistan Limited
* Facilitating customers in transactional activities & responding to queries via telephone, e-mails, voice mail & correspondence related to the same
* Enhancing coordination amongst external customers & stakeholders to ensure customer satisfaction resulting in customer loyalty and brand awareness
* Ensure timely logging & resolution of customers' complaints & feedback
* Actively using JDE & casement for the analysis & investigation of process lapses highlighted by customers & stakes holders
* Focal person for VMI (Vendor Managed Inventory), recording daily opening stock, indenting order, informing the customer their supply for the next day and making changes given from the schedulers and admin support
* Coordination between customers and related departments, which are credit, schedulers and retail customer satisfaction resulting in customer loyalty and brand awareness.
Jun06 - Oct06 Client Service Executive Time and Vision Advertising
* Responsible for marketing related services.
* Handle clients like PIA, DUBAI ISLAMIC BANK & UBL BANK
Apr06 - May06 Complaint Management Officer Standard Chartered Bank
Customer facing role; handling complains log by the customer. Investigating end to end and revert back to customer with the resolution to all types of complains including credit card, branch banking issues and all types of loan complains which customer log through calls, email, fax or voice mail.
Apr05 - Mar06 Phone Banking Officer Standard Chartered Bank
Customer facing role; providing complete information to the customers relating to credit cards, branch banking or any type of bank loan related customers. Maintain complain log and forward it to the concerned department for investigation and resolution. Keeping updated with the developments of the complains and making sure that the issue is resolved with the SLA. Manage the customer with a courteous temperament until a resolution is in place and make sure the customer is completely satisfied all stages.
Jan04 - Mar05 Reservation & Ticketing Department Kenya Airways (GSA Gerry's International)
Jan01 - Dec03 Sales Supervisor at QIAP Shaheen Air
Nov98 - Jan00 Reservation &Ticketing Agent Shaheen Air
Jan00 - Jan01 Sales Promotion officer - Marketing Shaheen Air
Oct96 - Nov98 Reservation & Ticketing Agent Bhoja Air
Bachelors Degree in Commerce University of Karachi
Institute of Business Administration (IBA) Presentation Skills work shop Shell Pakistan Lube Learn Workshop IATA UFFTA Marketing Diploma Shell Pakistan SAP / CRM / R3 courses Basic Passenger Service PIA Training Center Basic Passenger Sales PIA Training Center Computer Orientation PIA Training Center Word Star Professional PIA Training Center Reservation Pakistan (REPAK) PIA Computer Reservation Control Department, Karachi